# Escalation Contacts (TEMPLATE)

> Operator: fill this in and store at `/etc/maid/escalation-contacts.md` (mode 0640 root:maid-admin).
> This file is referenced from every runbook. Keep it current.
>
> **Do NOT commit a filled-in copy of this file to the repository.**
> The repo `.gitignore` excludes `docs/runbooks/escalation-contacts.md`
> (the un-suffixed filled file) to prevent accidental commits. A CI
> guard enforcing this is tracked under PR-D; until then, please
> double-check `git status` before committing under `docs/runbooks/`.

## Roster — who to call first

Fill the placeholders with `{{name}} <{{email}}> +{{phone}}` triples.
The on-call rotation is the only mandatory entry; the others are
recommended for solo-ops continuity.

### Primary on-call (24×7)
- Pager: `{{pager-url-or-phone}}`
- Person: `{{name}} <{{email}}> +{{phone}}`

### Secondary on-call (backup; called if primary doesn't ack in 10 min)
- Person: `{{name}} <{{email}}> +{{phone}}`

### Engineering manager (escalation after 30 min unresolved)
- Person: `{{name}} <{{email}}> +{{phone}}`

### Customer support lead (player-comms escalation)
- Person: `{{name}} <{{email}}> +{{phone}}`

### CTO / final escalation (data-loss / extended outage)
- Person: `{{name}} <{{email}}> +{{phone}}`

## Hosting console
- Provider: <name>
- URL: <https://...>
- Login: <where credentials are stored, NOT the credentials themselves>

## DNS registrar
- Provider: <name>
- URL: <https://...>
- Login: <where>

## Off-host backup destination
- Provider: <name>
- Host/bucket: <ssh://... or local_path://...>
- Access: <key location>

## Secondary off-host backup destination (recommended)
- Provider: <name or "none">
- Host/bucket: <...>
- Access: <key location>

## Communications channels
- Player-facing status page: <URL>
- Discord/IRC/Mattermost server: <URL>
- Email list: <addr>

## AI provider status pages
- Anthropic: <https://status.anthropic.com>
- OpenAI: <https://status.openai.com>
- Ollama (local): N/A
- Other: <...>

## Peer operator (if any)
- Name: <or "none">
- Contact: <or "none">

## Hosting provider DDoS / abuse desk
- URL: <...>
- Phone: <...>

## Last drilled
- Date: <YYYY-MM-DD>
- By: <name>
- Notes: <link to drill log>

<!-- R3.5 / R3.20 PR-D escalation contacts template -->